This documentation supports the 20.08 version of Remedy IT Service Management Suite, which is available only to BMC Helix subscribers (SaaS).

To view an earlier version, select the version from the Product version menu.

20.08 enhancements



This section contains information about enhancements in the versions 20.08 of Remedy IT Service Management Suite.

The following video (4:23) provides a summary of some of the new features and enhancements in BMC Helix IT Service Management version 20.08.

 https://youtu.be/eYyU3tp7arM

Remedy with Smart IT enhancements



Revamped screens for work orders and incidents

Smart IT now uses the industry standard Progressive Web App (PWA) technology for the work order and incident screens. You can customize these screens in Remedy Developer Studio in a similar way that you customize the mid tier screens.
The new approach offers a lot of flexibility for developing a dynamic modern UX for incident and work order management that fits exactly your needs, as compared to the legacy Smart IT approach, which does not allow for customizations and extensions.
You can opt in to enable the Progressive Web Apps screens for work orders and incidents.

For more information, see:



Relate task or task group templates to incident templates

In Remedy IT Service management, when you create a new incident template or modify an existing incident template, you can relate task or task group templates to the incident template by using the new Task Templates tab. In Smart IT, when you use such incident templates to create an incident, the related task or task group templates automatically become available on the Tasks tab. This helps you to reduce the time taken to create an incident that requires several tasks or task groups. For more information, see Creating a ticket from the Create New menu and Relating task templates with incident templates .



New configuration parameter for debug logging in Centralized configuration

Instead of using logback.xml, now you get the debug logging, by using a newly-introduced log.level configuration parameter, Centralized configuration.





Indicate Chat as the reported source for incidents and work orders

The Reported Source field includes Chat as a source for incidents and work orders. For any ticket that an agent creates directly from a chat, the Chat option is selected automatically in the Reported Source field.

The Reported Source field is not visible by default in incidents and work orders. However, you can add this field to views and use this field to generate reports.

For information about adding custom fields to your views, see Adding custom fields to your views using Smart IT.





Automatically assign tickets created from BMC Live Chat

Incidents or work orders in Smart IT that are created from a BMC Live Chat conversation are automatically assigned to the agent who last handled that chat conversation. This eliminates the support agent's manual efforts to assign tickets to self. 

To learn how auto assignment works with tickets created from BMC Live Chat conversations, see Assigning tickets in Smart IT.

To learn how to enable automatic assignment of BMC Live Chat tickets to the logged in agent, see Configuring automatic ticket assignments.

To learn how to set the default support group for a company, see  Setting the default support group for a company (BMC Live Chat documentation).




Ability to submit a service request from Digital Workplace Catalog in Smart Recorder

Your service desk agents can submit service requests on behalf of a customer by using a Digital Workplace Catalog in Smart Recorder.

For more information, see, Submitting service requests






Introduction of an attention flag to define the priority of work

When your support agents access Smart IT Dashboard, or Ticket Console, they see an attention flag in all Incident and Work Order tickets that need their attention to work on priority basis. To make this feature available for the support agents, the administrators need to configure the showNeedsAttentionFlag parameter in Centralized configuration.

For more information, see Deciding which ticket to work on next.



Remedy IT Service Management enhancements

Remedy no longer uses Adobe Flash

Adobe has announced the end of development and distribution of Flash Player by the end of the year 2020. BMC has taken proactive steps to manage the sunset of Adobe Flash Player. We have implemented viable alternatives to use Remedy without Adobe Flash Player and enhanced the following product capabilities:

ITSM applications

  • Enhanced visualization features such as creating and viewing processes in Service Request Management. For details, see  Viewing and managing your requests and Creating a standard PDT in Service Request Management documentation.
  • The CMDB explorer and Audit user interface which are part of the new CMDB user experience are now available through Remedy applications. For details, see Exploring CI relationships and Viewing a BMC Atrium CMDB audit of a CI in Remedy Asset Management documentation.

Approval Sequence Viewer in Approval Central

Remedy Mid Tier version 20.08 offers HTML rendering for the approval sequence viewer. HTML rendering provides the latest rendering technology with an improved look and feel.

For more information, see  Approval Central .


CMDB

In this release, we have included the Audit user interface, Dynamic Service Modelling, Federation capabilities, Compare, Copy, Execute, and Delete activities in Reconciliation Engine, and additional features for Atrium Integrator as part of the CMDB user interface.

For more information, see  BMC CMDB 20.08 enhancements .








HTML5 Logo by W3C



Remedy Service Desk enhancements


Relate task or task group templates to incident templates

When you create a new incident template or modify an existing incident template, you can relate task or task group templates to the incident template by using the new Task Templates tab. When you use such incident templates to create an incident, the related task or task group templates automatically become available on the Tasks tab. This helps you to reduce the time taken to create an incident that requires several tasks or task groups.

For more information, see Relating task templates with incident templates .



Indicate Chat as the reported source for incidents

The Reported Source field includes Chat as a source for incidents. For any ticket that an agent creates directly from a chat conversation, the Chat option is selected automatically in the Reported Source field. You can also use this field to generate reports.

For more information, see:



Remedy Smart Reporting enhancements


Performance improvement for Report Design with Calculated Field

The following enhancements are made to the calculated fields:

  • At the time of creating a calculated field either in a view, or during a report creation, the user can select the return data type of the formula from the Resulting Field Type drop down list. The supported data types are Auto Detect, Numeric, Text, Boolean, and Date. For more information, see Performing calculations on fields in a report.
  • At the time of creating a calculated field either in a view, or during a report creation, if the user selects the Resulting Field Type such as Numeric, Text, Boolean, or Date, the SQL formula skips validation, thereby improving the performance. However, if the user does not select the Resulting Field Type, the result type is auto detected and the SQL formula gets validated.





Performance improvement for broadcasting through email 

You can send a report with same data to multiple recipients through a single email as a carbon copy instead of multiple emails. This eliminates the need to run report for each recipient separately, thereby improving the performance of Remedy Smart Reporting application. Enable this functionality by running a query that puts all the recipients into the CC field instead of the To field of the email. For more information, see Broadcasting with recipients in the CC field.



View the status of previous executions of Broadcasts from the Admin Console

You can view the status of previous executions of a scheduled task for the last 30 days from the Admin Console, to see if the tasks were executed successfully or failed. For content delivering tasks such as broadcast reports, a list of recipients is maintained for each execution. You can use this list to track which users received the content successfully. If the content delivery fails for any user, you can also view the error message for the failed delivery. For more information, see Managing scheduled broadcast tasks.





Check data connectivity by enabling volatile data source settings

If the data source connectivity fails for any reason, it can cause various tasks to fail for that time period, such as execution of a report, loading a dashboard, running broadcasts. Due to this, users need to manually refresh the reports, dashboards, or rerun the broadcasts. To overcome this issue, a Remedy Smart Reporting administrator can enable the volatile data source capability. For more information, see Checking for volatile data source connections



BMC CMDB enhancements


Additional capabilities for viewing the audit history of a CI

As a consumer of CI data, you can view the audit history of a CI from the search results of the CI.  You can enable audit for a class and for the attributes of the CI by using Class Manager.

For more information, see Auditing changes to CIs.






Create federated classes in the new Class Manager

A configuration manager can define a federated class that can fetch data stored outside the CMDB. You can then view the data from within the CMDB. For more information, see Retrieving federated data stored externally by creating federated classes.




Configure federated plug-ins in the CMDB Portal

To create a federated class, you also need plug-ins to allow for CMDB to fetch data from JDBC-compliant or AR System databases. For more information, see Creating AR or JDBC federated data plug-ins to access data external to the CMDB.



Create additional activities in a reconciliation job

You can create Compare, Copy, Execute, and Delete activities in a reconciliation job. You can define the data that must be used in these activities. For more information about creating activities in a reconciliation job, see:



Remedy AR System enhancements



Developing custom progressive web applications in Remedy AR System

You can create and view your custom application as a progressive web application (PWA) simply by selecting and using Progressive views in Remedy Developer Studio.

A progressive web application can work with multiple types of clients—Browser, Android, and iOS devices. PWAs provide a more modern and attractive user interface. They are responsive, use less data, have low development costs, offer an engaging user experience, faster loading times, and help you increase conversions, page visits, and session length.

For more information, see Progressive web application development.



Remedy Email Engine support for EWS protocol for OAuth 2.0 authentication for Microsoft Office 365 (Exchange)

Remedy Email Engine supports Modern Authentication, along with Basic Authentication, for the Exchange Web Services (EWS) protocol to access Microsoft Office 365 (Exchange). The Modern Authentication is based upon OAuth 2.0 for authentication and authorization.

For more information, see Configuring basic outgoing mailbox properties and Configuring basic incoming mailbox properties.



Support for case insensitive configuration in PostgreSQL database

Remedy ITSM Suite 20.08 supports the deployment of case insensitive type of PostgreSQL configuration that offers flexibility when querying the PostgreSQL database.



Ability to automatically change the Row-level security (RLS) algorithm to Subquery option

Use the arrls command on the RLS-enabled forms to automatically set the RLS algorithm to Subquery.  Setting the Subquery algorithm facilitates to fetch search results faster. The arrls command checks the new entries in the AR System:RLS Autodiscovery form and in the flat file.

The arrls command has the following syntax:

The arrls command syntax
[-u] [-p] [-x] [-t] [-file] [-algo]

For more information, see The arrls command .



Remedy Single Sign-On enhancements


Password complexity requirements for Remedy Single Sign-On local administrators

The password complexity requirements have been introduced for Remedy SSO local administrators. For information about the password complexity requirements, see Setting up Remedy SSO administrator accounts.

 



Signing hash algorithm for SAML realm

In previous releases, SAML authentication by default supported a single SHA1 hash algorithm. Starting with this release, SHA1 and SHA256 are supported. As a Remedy SSO administrator, you must specify which hash algorithm is used for a realm to sign requests or metadata with SAML authentication. You must specify the Signing Algorithm field by selecting a hash algorithm type and key type. For more information about this setting, see Importing configuration from an identity provider and configuring SAML.



Support to log audit records of end users

As a Remedy SSO administrator, you can enable auditing of actions performed by end users in the Remedy SSO Admin Console. For information about how to enable auditing of end-user actions, see Configuring settings for Remedy SSO administrators. For information about audit record types, see Reviewing audit records. You can also view the audit records related to one session.



Retention policy for audit logs

Starting with this release, the default retention policy for audit logs is 120 days. As a Remedy SSO administrator, you can configure the retention policy for audit logs from the SaaS tenant. In previous releases, the retention policy for audit logs was by default set to 30 days, and it could not be modified. For more information about this features, see Configuring settings for Remedy SSO administrators.



                                                                                                                                                                         

Support for the OpenID Connect logout in Remedy Single Sign-On

New configuration options have been added for OpenID Connect logout in Remedy SSO. For more information about how to configure OpenID Connect authentication, see Configuring OpenID Connect authentication.



Specify a custom UserID to match the login ID

Starting with this release, you can add a custom expression in Remedy SSO for user login transformation. The option is based on Spring Expression Language (SpEL) statement that transforms the login. The value of the login is available in the #userId variable. For more information about a custom user ID, see Transforming User ID to match Login ID.



Interactive self-help enabled by default

In earlier releases, interactive self-help was disabled by default. In this version, guided assistance is enabled by default. For information about how to change the default behavior, see Configuring settings for Remedy SSO administrators.




What else changed in this release

The following sections list the changes in the product behavior of different Remedy ITSM components.:


What else changed in Remedy with Smart IT

UpdateProduct behavior in versions earlier than 20.08Product behavior in version 20.08
Upgrading Smart IT and Smart Reporting Android applications

When you upgrade Android application, you can install it on top of the existing old version of APK certificate.

When you upgrade Android application, you must uninstall the old Android APK before attempting to install the APK signed with a new certificate.


Chat logs are created for the Chat event.

Call logs are created if a live chat session is ended or abandoned and work orders or incidents are not created from the live chat session.

A new Call Log Event Type called Chat is added in the SYS:Menu Items form. When a call log is created from Smart IT, a new entry is made in the SMT:Smart Recorder Call Log form with Chat as the event type. Call logs are created only when the Centralized Configuration Setting parameter enableSmartRecorderCallLog is set to true. To learn how to change the value of this setting, see Centralized configuration.

As an administrator, you can use this event type to generate a report of the call logs created via BMC Live Chat.
Your profile

After you change your location, if you click your name hyperlink in your profile activity timeline, your asset profile page is opened. Your login ID is also displayed after your name hyperlink.

After you change your location, if you click your name hyperlink in your profile activity timeline, your profile image is opened. Your login ID is not displayed after your name hyperlink.
People tab of an asset record

In the People tab of an asset record, when you relate an asset to an organization and a department, you don't get the type-ahead search assistance, and the Show more link is displayed.

In the People tab of an asset record, when you relate an asset to an organization and a department, you get the type-ahead search assistance, and the Show more link is not displayed.
Activity timeline of tickets The activity timeline of tickets displayed only assignments to support agents.

The activity timeline in Progressive Web Application tickets (incidents and work orders) displays the assignments to both agents and support groups.

For more information, see Activity feed overview.

New configuration parameter: copyPrimaryCategoryOnResolveThis configuration parameter is not present.

You can configure this parameter to enable copying of the primary product and the operational categories from a knowledge article to the similar fields of an incident when the incident is resolved by using a knowledge article.

For more information, see Centralized configuration.

New configuration parameter: ValidateFileContentThis configuration parameter is not present.

You can configure this parameter to validate the content and display an error message if a user tries to upload vulnerable content.

For more information, see Centralized configuration.

New configuration parameter: jsoupWhiteListedUrlHostsThis configuration parameter is not present.

You can configure this parameter to allow the host URL of the videos that can be uploaded in the knowledge articles.

For more information, see Centralized configuration.

New configuration parameter: jsoupWhiteListedTagsThis configuration parameter is not present.

You can configure this parameter to allow the tags or attribute of the knowledge articles.

For more information, see Centralized configuration.

New configuration parameter: jsoupEnabledUrlsForKnowledgeThis configuration parameter is not present.

You can configure this parameter to apply the Jsoup clean filter on the knowledge articles.

For more information, see Centralized configuration.

New configuration parameter: useLocationCompanyForCreateProblemThis configuration parameter is not present.

You can configure this parameter to enable the creation of a problem investigation ticket by using the customer company.

For more information, see Centralized configuration.

New configuration parameter: productAliasBasedSearchThis configuration parameter is not present.

You can configure this parameter to enable the product alias search.

For more information, see Centralized configuration.

New configuration parameter: affectedServiceSearchByAssetPeopleRelationThis configuration parameter is not present.

You can configure this parameter to enable the display of the affected service based on the asset-people relationship.

For more information, see Centralized configuration.

New configuration parameter:
ar.date.format
This configuration parameter is not present.

You can configure this parameter to modify the date format as per the AR System server in Smart IT.

For more information, see Centralized configuration.

New configuration parameter: arConnectionRetryIntervalThis configuration parameter is not present.

You can configure this parameter to define the AR server reconnection interval.

For more information, see Centralized configuration.

New configuration parameter: arConnectionRetryCountThis configuration parameter is not present.

You can configure this parameter to define the number of AR server reconnection attempts.

For more information, see Centralized configuration.

New configuration parameter: enableTaggedProfileTimelineSearchThis configuration parameter is not present.

You can configure this parameter to enable or disable the search capability when a person or an asset is tagged while populating the timeline on the person or asset profile.

For more information, see Centralized configuration.

New configuration parameter: restrictTimelineForNoOfDayThis configuration parameter is not present.

This configuration parameter is used only when the enableTaggedProfileTimelineSearch parameter is set to true. By using this parameter, you can restrict the search of the tagged asset or person in the ticket worklog up-to a specific number of days.

For more information, see Centralized configuration.

New configuration parameter: pushNotificationFeatureEnabledThis configuration parameter is not present.

You can configure this parameter to enable or disable the push notifications.

For more information, see Centralized configuration.

New configuration parameter: skipCIandTagForAffectedAssetSearchThis configuration parameter is not present.

You can configure this parameter to enable isExclude_TAG_and_CI_ID in the Affected Asset search field.

For more information, see Centralized configuration.

New configuration parameter: discardPushNotificationAfterHrsThis configuration parameter is not present.

You can configure this parameter to define the retention limit of the push notifications.

For more information, see Centralized configuration.

New configuration parameter: arsystem.pwa_enable_self_help

This configuration parameter is not present.

You can configure this parameter to enable the embedded self-help in Progressive Web Application (PWA) screens in Smart IT.

For more information, see Centralized configuration.

New configuration parameter: arsystem.pwa_self_help_url

This configuration parameter is not present.

You can configure this parameter to specify the production URL of the embedded self-help in PWA screens in Smart IT.

For more information, see Centralized configuration.

New configuration parameter: arsystem.pwa_date_field_display_mode

This configuration parameter is not present.

You can configure this parameter to to specify the date and time format in the PWA screens in Smart IT.

For more information, see Centralized configuration.



What else changed in Remedy IT Service Management

Update

Product behavior in versions earlier than 20.08

Product behavior in version 20.08

HPD:ServiceInterface web service

When you created an incident by adding the value for the TemplateInstanceID field, you had to manually relate the tasks or task groups to the created incident.When you create an incident by adding the value for the TemplateInstanceID field, all the related tasks or task groups in the incident template are automatically available in the created incident.
HPD:IncidentInterface_Create interface formWhen you created an incident by adding the value for the TemplateID field, you had to manually relate the tasks or task groups to the created incident.When you create an incident by adding the value for the TemplateID field, all the related tasks or task groups in the incident template are automatically available in the created incident.
Data management utilityYou could not use the Data management utility to load the task or task group templates related to an incident template.In the out-of-the-box Incident_Process_Setup.xlsm spreadsheet, you can use the TMS_LoadAssociationTemplate tab to load the associated task or task group templates to an incident template.
Openfire ChatThe Openfire Chat feature of Remedy AR System used Adobe Flash. You could use the chat feature only if your browser supported Adobe Flash.The Openfire Chat plug-in works only on browsers that support Adobe Flash. We recommend that you use Smart IT Openfire Chat for agent-to-agent communication.
Service Management Process Model (SMPM)

The home page of Service Management Process Model (SMPM) used Adobe Flash. You could view the SMPM Home page only if your browser supported Adobe Flash.

The home page of Service Management Process Model will not display correctly when your browser stops supporting Adobe Flash after Dec 31, 2020. For more details, see Product announcements for BMC Remedy IT Service Management Suite.
Work Info TypeWhen you create or edit the work info for a change request, release, activity, or work order, the Work Info Type list displayed the "All" option.

When you create or edit the work info for a change request, release, activity, or work order, the Work Info Type list does not display the "All" option. However, you can select the "All" Work Info Type when you create or edit the work info from the application console for a change request, release, or activity. The "All" work info type is converted to the “General Information” default type.

This change doesn't impact existing ticket data.

Creating an incident in Resolved statusWhen an incident is created in Resolved state and a support group is not provided, the default group assignment is used and the ticket is assigned to the appropriate support group and assignee and the incident’s status is changed to Assigned.When an incident is created in Resolved state and a support group is not provided, the assignment and status is changed as described in Creating an incident request record without a template.


What else changed in Remedy Smart Reporting


Update

Product behavior in versions earlier than 20.08Product behavior in version 20.08
Upgrading Smart IT and Smart Reporting Android applications

When you upgrade Android application, you can install it on top of the existing old version of APK certificate.

When you upgrade Android application, you need to uninstall the old Android APK before attempting to install the APK signed with a new certificate. For more information, see Deploying Smart IT to your users .


What else changed in BMC CMDB


UpdateProduct behavior in versions earlier than 20.08Product behavior in version 20.08
Dynamic Service Modeling tool

You can build and maintain service models using the Dynamic Service Modeling tool in the Flash-based CMDB UI.


You can use the new Dynamic Service Modeling tool in the CMDB Portal to build and maintain service models of your business services, technical services, or application services.

For more information, see Creating service models by using Dynamic Service Modeling.

Viewing federated data in ExplorerYou can open the CI matching federated data in the Explorer and the federated class appears. You then had to expand the federated class to view he federated CI.

You can open the CI matching the federated data in the Explorer. You can then expand the CI to directly view the federated CI.

For more information, see Retrieving federated data stored externally by creating federated classes.

Access CDM Denormalization by using Atrium:CDMFlatteningProcessUI form


You can access the Atrium CDM DeNormalization Console in the Atrium Core Console by selecting Advanced > CDM DeNormalization.

You can access the Atrium CDM DeNormalization Console in the Atrium Core Console by using the Atrium:CDMFlatteningProcessUI form.

For more information, see Running the CDM Denormalization utility.


Select a Carte Server while creating schedule for AI Job

In CMDB Portal, while creating an Atrium Integrator job schedule, the schedule was executed on the default Carte server. There was no option to select a specific Carte server to be used for running the job.

In CMDB Portal, while creating an Atrium Integrator job schedule, you can select a Carte server from the list of available Carte servers, and create the schedule with the Carte server.

For more information, see Creating an Atrium Integrator job to import data.

View Atrium Integrator jobs for selected DirectoryIn CMDB Portal, you cannot filter the jobs for a selected directory.

As an Atrium Integrator administrator, you can filter Atrium Integrator jobs that belong to a selected Directory.

For more information, see Viewing job details in Atrium Integrator.

Cross-launch of Atrium Impact Simulator and Product Catalog

You had to log in to the mid tier to access the Atrium Impact Simulator in the AIS:Main AR System form and the Product Catalog Console in the PDL:PD_Console form.

In BMC CMDB Portal, you can access Atrium Impact Simulator by using the AIS:Main AR System form and the Product Catalog Console by using the PDL:PD_Console AR System form.

For more information on enabling this, see Configuring the default web path of the Mid Tier server in AR System Administration Console.

Export all or specific pages to CSV format from the Normalization jobs search results.You can export limited number of records that appear in the search results.

On the Normalization dashboard, you can export all the results or specific pages to CSV format from the job search results.

For more information on using this feature, see Monitoring a normalization job

log4j2 upgrade for CMDB API Logs

You had to copy the log4j_cmdbapi.xml file from the cmdb\sdk\bin subdirectory of your installation directory to a location on your local drive.

BMC CMDB logging uses log4j2 configuration. You must include the CMDB API logging appender code in the custom applications' logging configuration file and set the logging parameters.
For more information, see Enabling API and web services logs.

  • Create a new service and service offerings
  • Export and import normalization configurations

You can use Service Catalog in Atrium Core Console to create new services and service offerings, and request actions and options.
See   Administering service models and the Service Catalog .

For normalization, when migrating from one environment to another, you can export and import the normalization settings by using Atrium Core Console. See  Exporting and importing normalization configurations .

  • By using Service Modeling, you can do almost everything that you could do with Service Catalog. For example, you can create business services, service offerings, requestable offerings, and so on.
  • For fresh installations, we recommend you to use BMC Digital Workplace Advanced to create and manage services.
    See  Creating and managing the service catalog .

We recommend you to use Data Migration to import and export the normalization configurations.
See  Migrating data .

Note: There are a number of differences between Atrium Core Console and CMDB Portal, and alternatives to use some of the CMDB features in CMDB Portal.

For a complete list of features for which alternatives are available, see Differences between Atrium Core Console and BMC CMDB Portal.


What else changed in Remedy AR System

The following table lists the changes in the product behavior: 

UpdateProduct behavior in versions earlier than 20.08Product behavior in version 20.08
Openfire Chat plug-in integration with Remedy AR System is no longer supportedYou can use Openfire Chat for agent-to-agent communication on a browser that supports Adobe Flash.From version 20.08, the Openfire Chat plug-in is not supported with Remedy AR System. You can use Smart IT Openfire Chat for agent-to-agent communication.
A limit of 1000 characters for multi-form search


The search string has a limit of 1000 characters. This protects the system performance from unwanted large queries.
If you have a long search string, exceeding 1000 characters, the first 1000 characters suffice to get a list of keywords to fetch the most relevant results.

For more information, see Performing searches on multiple forms.

New entry resource V2 for GET entry callsIn a REST call, field values in the GET entry call are a part of URL.

In a REST call, field values in the GET entry call are sent through a POST call. This enables a POST call to accept a large number of attributes key values.

Example of JSON body for field format:

{
  "values" : {
       "fields": "values(Login Name,Full Name)"
             }
}

New parameters are available to call a third-party REST API through a proxy server


These parameters enable smooth working with a proxy server. The following parameters are available:

  • PROXY_HOST
  • PROXY_PORT
  • PROXY_USERNAME
  • PROXY_PASSWORD

For more information, see Additional parameters for the proxy server.

A new

AUTH_KEYuser_assertion_key

parameter for authenticating Remedy Single Sign-On when you call a third-party REST API


When you call a third-party REST API with Remedy SSO authentication, you can use the AUTH_KEYuser_assertion_key parameter if you have a separate user assertion key parameter for authentication.

For more information, see Parameter for user assertion key.

The log4j1.x file is updated to log4j2.x.Remedy AR System uses log4J1.x to enable logging at runtime.

Remedy AR System uses log4J2.x to enable logging at runtime.

If you have a custom log4j configuration file, make sure migrate the file to log4j2.x. Also, if you have any custom log4j property, the property name remains as it is however, the property content changes as per log4j2.

For more information, see Logging services in Apache Software documenation.

A new parameter to configure watcher thread for Remedy Email Engine
A new parameter is added to the Centralized Configuration to configure a watcher thread for Remedy Email Engine. A watcher thread monitors the outgoing email messages. 
  • Configure a watcher thread by using the com.bmc.arsys.emaildaemon.EnableWatcherThread parameter in Centralized Configuration. 
  • Configure the time interval for the watched thread by using the com.bmc.arsys.emaildaemon.WatcherThreadInterval parameter in Centralized Configuration. 
For more information, see Configuration settings C-D.


What else changed in Remedy Single Sign-on

Update

Product behavior in versions earlier than 20.08

Product behavior in version 20.08

Enhanced security for data stored in Remedy SSO

MD5 and SHA1 hashing algorithms were used for Remedy SSO data.

More secure algorithms AES256 and SHA512 are used for data stored in Remedy SSO.


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